The role of a surveillance operator is crucial for maintaining security and ensuring fair play. While the industry has evolved over the last 20 years, finding someone who can multi-task and look at multiple screens at once while also trying to retain them can be a difficult challenge to accomplish. Anthony Clark, who is the Director of Surveillance at Saginaw Chippewa Indian Tribe in Mount Pleasant, Michigan, seems to have this figured out. We recently sat down with him to hear his perspective when it comes to hiring and retaining top-notch surveillance professionals.

Interview Questions

1. How do surveillance directors in the gaming/casino industry identify and recruit potential candidates for surveillance positions?

2. What specific qualifications and skills are typically sought after when hiring surveillance personnel in the gaming/casino sector?

3. How do surveillance directors ensure that new hires have a strong understanding of gaming regulations and security protocols?

4. What role do background checks and security clearances play in the hiring process for surveillance personnel in the gaming/casino industry?

5. In what ways do surveillance directors foster a culture of continuous training and professional development for their teams?

6. How do surveillance directors address the challenge of retaining skilled personnel in a competitive job market?

7. What strategies are employed to maintain a high level of employee satisfaction and engagement among surveillance staff?

8. How do surveillance directors adapt their hiring and retention practices to keep up with advancements in surveillance technology?

9. Can you describe any innovative recruitment methods or retention programs that have proven successful in the gaming/casino industry?

10. How does the turnover rate for surveillance personnel impact the overall security and efficiency of a gaming/casino establishment, and what measures are in place to mitigate this impact?

Identifying and Recruiting Candidates

Recruiting the right individuals for surveillance positions is a multifaceted challenge. According to Clark, personality compatibility and a strong grasp of fundamental math are crucial, but he goes beyond the conventional criteria. "I actually am out to find the Gamers!! Especially the younger gamers. I want those individuals that can pick up small nuances within a screen shot that, in our vocab JDLR, just doesn’t look right." We found this insight fascinating. With the esports industry taking off by storm, why wouldn’t Clark search for these individuals who are used to playing high velocity games like Call of Duty & Battlefront? Beyond mathematical skills and compatibility, Clark recognizes the importance of recruiting individuals with a keen eye for detail, especially those who can discern subtle irregularities on screens.

Qualifications, Skills, and Understanding Gaming Regulations

The skills sought after in surveillance personnel are a blend of mathematical acumen, general computer skills, and an ability to pass color tests. Clark emphasizes the importance of color perception, stating, "if you can’t determine colors of not only chips but descriptions to attire of individuals, unfortunately, that is a big key." Sounds like standard acumen for his Gamer mentality, right?

To ensure that new hires understand gaming regulations and security protocols, Clark underscores the role of training departments and collaboration with other departments. "Repetitive training is the key, don’t just think that once they have completed their inaugural training and are okay at the job that training ends! That was just the opening of the door." This is a common theme in our community. The most successful consumers in the industry have a continuous learning model built into their organizations. As Clark told us, repetitive training is essential for instilling a deep understanding of gaming regulations, as too often, there is an ongoing process beyond the initial training period.

Background Checks and Security Clearances

Clark stresses that thorough background checks and security clearances are essential safeguards to maintain the integrity and security of the most sensitive areas within a casino. Internal investigators are employed to ensure that individuals entering the most secure areas of the casino are free from external variables. This is especially true in the tribal side of gaming. Check out our article with John Underwood of Cherokee Nation Entertainment where we did a comparison between both Tribal and Corporate.

Continuous Training and Professional Development

Creating a culture of continuous learning is crucial. According to Clark, "If you’rea Surveillance Director and don’t create a culture of no one ever knows everything, you will not be prepared for when an attack happens on your property." Clark highlights the necessity of a learning culture, where every team member is encouraged to continuously enhance their skills and knowledge to effectively respond to evolving security challenges. Moreso, Clark views himself as a coach to his employees, providing that liaison between the casino floor and upper management.

Addressing Retention Challenge and Adhering to Employee Satisfaction

Retention in a competitive job market is challenging, and Clark acknowledges the importance of recognizing it upfront. "Acknowledging their work, praising them, and giving them recognition is what is needed. Let them all know they are the keys to COG that makes this place run. Protecting the assets of the nation we work for.” Beyond recognition, Clark suggests leveraging property perks like concert tickets or meals to show appreciation, emphasizing that these gestures can significantly impact employee morale and job satisfaction. For someone new in the industry, these kinds of perks sound enticing.

When it comes to employee satisfaction and even engagement, Clark recommends giving employees ownership of their positions and accomplishments. “Creating competitions within the department makes surveillance personnel feel involved and engaged, Fostering a sense of ownership in their roles.”

Adapting to Surveillance Technology

Adapting to advancements in surveillance technology involves identifying individuals with a passion for gaming and technology. Clark suggests, "find those gamers and kids who love gaming and the technology involved with it! Individuals with this passion are more likely to embrace and leverage the latest surveillance technology”. We asked a few other Surveillance Directors in our community about this recommendation from Clark. The consensus was mutual. Staying ahead of potential threats through the eyes of a gamer seem to provide a competitive advantage.

Innovative Recruitment Methods & Mitigating Turnover

Clark believes using timed testing, such as math and recall tests, as well as putting individuals in high-pressure group environments can help identify candidates faster. He says “candidates who excel in such scenarios are more likely to thrive in the fast-paced environment of surveillance”. When it comes to turnover, Clark emphasizes the importance of commitment. The 2-year rehire clause with Saginaw ensures that “individuals joining the Surveillance team are committed to the position, mitigating the impact of turnover on training investments”. Clark outlines this clause as “critical for preserving the knowledge and skills invested in training surveillance personnel”.

Conclusion

Anthony Clark’s tips in recruiting and the retention of his surveillance team have proven successful. So much so, that Clark shares his knowledge with other Surveillance Directors in the state as well across the country through keynote sessions at industry conferences. You can hear Clark speak at Richard Marcus’s conference, GGTC/GGPC, the week of March 7th next year at the Sahara Las Vegas.